The Vendor is required to provide to perform enterprise technical services and epic implementation support services throughout agency.
- Network Objective
• Consistent service levels across all sites
• High availability and performance
• Regulatory and security compliance
• Measurable operational outcomes
• Scalable and cost-effective solutions
- Service Tower Structure
• Application Management Services (AMS)
• AMS – Enhancement Services
• Helpdesk – Technical Service Desk (TSD)
• Helpdesk – Clinical Service Desk (CSD)
• Desktop & Digital Workplace Services
• Infrastructure & Network Services
• Security Services
• Service Management & Governance
- Application Management
• Incident, problem, and release management
• Application performance monitoring
• Configuration and lifecycle management
- Enhancement Services
• Enhancement intake and prioritization
• Minor development and configuration changes
• Testing and deployment coordination
- Service Desk Support
• Centralized ticket intake
• Clinical and technical troubleshooting
• Escalation management
• SLA-based reporting
- Desktop & Digital Workplace
• Device provisioning and lifecycle management
• Remote support services
• VDI support
- Infrastructure & Network (Tier 2 & Tier 3)
• Server, storage, and database support
• Network operations and monitoring
• Disaster recovery coordination
- Security Services
• Identity and access management
• Security monitoring coordination
• Compliance support
- Service Management & Governance
• ServiceNow, SailPoint, LogicMonitor, and similar tools
• ITSM framework
• Monitoring services
• Contact center integration
• ITIL-aligned processes
• KPI dashboards and reporting
• Privileged Access Management (PAM)
• Identity Governance and Administration (IGA)
• Executive governance meetings
• Continuous improvement planning
- Letter of Intent Date: March 12, 2026
Set up free email alerts and get notified when new government bids, tenders and procurement opportunities match your industry and location. Choose daily or weekly delivery.
